The new rules of customer engagement for MVNOs - cover

There are two universal truths in today’s telecoms markets – competition drives down prices, and customers want more for less.

Increasing the customer lifetime value (CLV) of your subscriber base in a price-competitive market, especially one packed with price-conscious customers, is a tough balancing act. Like any balancing act it demands flexibility – but it also requires that you maximise your touchpoints to maintain contact and make the most of that flexibility.  

This demands a strategic approach to your customer relationship management; an approach we believe centres on recognising and adopting the Seven Rules of Customer Engagement:

  1. Improve the experience
  2. Personalise communications
  3. Reduce pricing barriers
  4. Offer meaningful choice
  5. Target promotions
  6. Reward loyalty
  7. Encourage feedback

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